Company: Oak Street Health
Title: Sales Manager, Outreach Call Center
Location: Kensington
Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.
For more information, visit www.oakstreethealth.com.
Role Description:
The Sales Manager plays a critical role in the growth and development of the Sales Call Center at Oak Street Health. This is an opportunity to lead a growing call center group and make a significant business impact by developing effective sales strategies and tactics. The Sales Manager position will report into the Director, Call Center Operations and be responsible for the below.
Core Responsibilities:
Partner with other Sales Managers to lead the performance of the call center ensuring new patient acquisition targets are met.
Partner with the marketing analysts and channel owners to develop strategies and processes for channel performance.
Identify coaching and training needs for improved patient acquisition performance.
Manage all day-to-day outbound calls to ensure new patient acquisition targets are met.
Continuously monitor patient acquisition activities taking place within the outbound sales group related to calls answered, appointments scheduled, and appointment show rates as well as appointment confirmations.
Lead weekly team meetings to provide key performance indicators, progress to goals, and provide guidance on any shifts required to meet targets.
Provide coaching and guidance to team leaders for improved team performance; ensuring team leaders are performing the following: call observations, identifying drivers within the metrics and completing action plans for each sales representative.
Proactively identify call center operational efficiencies and patient journey enhancement opportunities, strategize with and make recommendations to the call center leadership team on improvements.
Aid in the planning of and support the implementation of call center initiatives and strategies.
Monitor contact center reporting systems to maintain departmental KPIs.
Furnish daily, weekly, and monthly reports to leadership.
Continually assess training needs through reporting and call monitoring.
Ensure that all call center performance and service standards are met in the areas of quality, call processing time and other productivity and staffing KPIs to maximize call center effectiveness.
Lead by example to ensure a strong understanding and connection to the Oak Street Health mission, core values and initiatives.
Support the agent and team leader selection and onboarding process.
Provide, support and maintain reward & recognition programs that drive key behaviors and motivate employees and increase employee retention.
Using metrics and data analysis, make recommendations for patient acquisition improvements.
Other duties, as assigned.
What are we looking for?
3-5 years of inbound and outbound contact center management experience
Experience with both manual and predictive dialer outbound campaign management
Good understanding of workforce management tools and processes
Experience in assessing and developing sales talent
Experience leading team meetings, educating and coach reps and team leaders to drive performance, and setting daily/weekly/monthly goals
Analytical and strategic thinker
Ability to create a high-energy, goal-oriented team environment by setting, tracking and achieving daily, weekly and monthly targets
Effective at leading team meetings
Effective at motivating and managing a growing team, including shifting team resources to optimize performance
Willingness to challenge the status quo in a collaborative and constructive way to achieve goals
Experienced in leadership and leadership development in a contact center environment
Demonstrated attention to detail
Ability to understand sales and operational data, interpret trends and quickly assess areas of improvement
Ability to design and implement process improvement initiatives
Proven innovative problem-solving abilities and decision-making skills required, in addition to prioritization and planning skills
US work authorization
Someone who embodies being 'Oaky'
What does being 'Oaky' look like?
Radiating positive energy
Assuming good intentions
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and delivering results
Being scrappy
Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:
Collaborative and energetic culture
Fast-paced and innovative environment
Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.